Arizona State Univ.: LibAnswers as a Knowledge Channel

The Ask-a-Librarian chat/email service is staffed by information professionals providing triage reference to the ASU community. Complex reference questions that are unable to be readily triaged are transferred to one of three discipline Division Queues (i.e. humanities, social sciences, or STEM); each comprised of a team of librarians for follow-up using LibAnswers' helpful Assign/Transfer tools. ASU Library’s evaluation of Ask-a-Librarian, including decisions to expand hours of service and staffing, are supported by LibAnswers' in-depth data analytics.